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Controlled Doc. #EDM-105522811 Ver: 13.0Last Modified:6/13/2017 6:52:03 AM CISCO PUBLIC Data Center Optimization Service .doc

Service Description: Data Center Optimization Services

This document describes the Data Center Optimization Services.

Related Documents: This document should be read in conjunction with the following documents also posted at www.cisco.com/go/servicedescriptions/: (1) Glossary of Terms; (2) List of Services Not Covered; and (3) Severity and Escalation Guidelines. All capitalized terms in this description have the meaning ascribed to them in the Glossary of Terms.

Direct Sale from Cisco. If you have purchased these Services directly from Cisco, this document is incorporated into your Master Services Agreement (MSA), Advanced Services Agreement (ASA), or equivalent services agreement executed between you and Cisco. All capitalized terms not defined in the Supplemental Glossary of Terms for Data Center Optimization Services at the end of this document have the meaning ascribed in the MSA or equivalent services agreement executed between you and Cisco. If not already covered in your MSA or equivalent services agreement, this document should be read in conjunction with the Related Documents identified above. In the event of a conflict between this Service Description and your MSA or equivalent services agreement, this Service Description shall govern.

Sale via Cisco Authorized Reseller. If you have purchased these Services through a Cisco Authorized Reseller, this document is for description purposes only; is not a contract between you and Cisco. The contract, if any, governing the provision of this Service will be the one between you and your Cisco Authorized Reseller. Your Cisco Authorized Reseller should provide this document to you, or you can obtain a copy of this and other Cisco service descriptions at www.cisco.com/go/servicedescriptions/.

This Data Center Optimization Service is intended to supplement a current support agreement for Cisco products and is only available where all Product(s) in Customer’s Network is supported through a minimum of core services such as Cisco’s SMARTnet and Software Application Services, as applicable. Cisco shall provide the Data Center Optimization Service described below as selected and detailed on the Purchase Order for which Cisco has been paid the appropriate fee. Cisco shall provide a Quote for Services (“Quote”), identifying the various service elements with the corresponding SKU as shown in Appendix A, setting out the extent of the Services and duration that Cisco shall provide such Services. Cisco shall receive a Purchase Order that references the Quote agreed between the parties and that, additionally, acknowledges and agrees to the terms contained therein.

Data Center Optimization Services

Services Summary

Data Center Optimization Service includes service areas of Data Center Architecture Cloud, Data Center Unified Computing, Data Center Unified Networking Services, Data Center Unified Fabric, and Data Center Storage. Data Center Optimization Services provide annual, ongoing support for Customer data center architecture and virtualization, Unified Computing, Storage Area Networking (SAN), and Data Center (“DC”) switching, addressing the following:

DC Layer 4 – Layer 7 (L4/7): all Cisco Content devices: (CSS, GSS, CSM, SSLM, FWSM, ACE, AXG etc.)

DC Caching devices: all Content Distribution modules (eg. ACNS, eCDS), all Wide Area File Services and Devices (eg. WAE, MDE, vWAAS, ISR, WAVE, etc.)

DC Server Networking: Unified Computing Systems, UCS Director and Server Virtualization

DC Nexus Family of Switches (7000, 5000, 3000, 2000, 1000v)

DC Storage Area Network: all Cisco SAN Switches (eg. MDS 9120/40, 9020, 9506, 9509, 9513 etc.)

Cisco Information Server (CIS) Data Center Optimization - General Support Data Center Improvement Plan Ongoing Design support Ongoing Software support Ongoing Support and Project Management Support Quarterly Business Review Proactive Software Recommendation Report Remote Knowledge Transfer Sessions Scheduled Change Support Test Plan Review Validation and Test Cycle standard Data Center Strategy and Architecture Service Data Center Virtualization Architecture Assessment Data Center Virtualization Design Review Application Migration Planning Review Architecture Value Analysis Architecture Acceleration Assessment IPv6 Architecture and Design Review IPv6 Device Assessment Security Assessment for Secure Cloud and DC Network Devices Security Strategy Planning Support for Secure Cloud and DC Security Assessment for Secure Cloud and DC Data Center Security Posture Assessment

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On Site Residency Cloud Optimization Cloud Technology Architecture Assessment Cloud Management Automation Assessment Data Center Unified Computing Optimization UCS Architecture Assessment UCS Configuration and Performance Audit UCS Leading Practices Audit Onsite Unified Computing Consulting Support UCS Health Check Nexus1000v Health Check UCS Operational Enhancement Assessment UCS System Integration Support UCS Application Workshop UCS Onsite Consultant Data Center Unified Networking (WAAS) Services Optimization Application Security Assessment CSS/CSM/SSLM to ACE migration report Ongoing WAAS Mobil support ACNS to eCDS migration support WAAS Configuration Audit WAAS Health Check WAAS Assessment WAAS Architecture Review Data Center Unified Fabric (Nexus) Optimization Nexus Network Assessment Nexus Architecture Review Nexus Advanced Feature Assessment Nexus Fiber Channel over Ethernet (“FCoE”) Support Nexus security assessment Nexus Advanced Feature Assessment Nexus Virtualization Design Review Nexus Health Check SAN Optimization Services SAN Assessment SAN Architecture Review SAN Health Check Storage Capacity & Impact Analysis Data Migration FCoE Support FICON Support Cisco Data Center Modular Knowledge Service Cisco Data Services for Operations Enablement Operations Audit Operations Support Planning

Data Center Resiliency Analysis Management Software Upgrade Support (Minor and Major) Operational process or runbook update ITSM Residency Data Center HyperFlex Services HyperFlex Architecture Assessment HyperFlex Configuration and Performance Audit HyperFlex Leading Practices Audit HyperFlex Consultant Support HyperFlex Health Check Cisco Responsibilities Cisco shall provide services for the Customer’s data center during Standard Business Hours (unless stated otherwise). Cisco shall provide the following General Support provisions across all the activities described below as selected by Customer: Data Center Optimization - General Support Designate an engineer (“Advanced Services Engineer”) to act as the primary interface with Customer for its data center optimization service delivery. o Participate in regular visits to the Customer either via

phone, email or in-person to review proactive deliverables and activities and to plan for next quarter. In-person visits not to exceed eight (8) days in aggregate. Additional visits will be mutually agreed at Cisco’s then-current travel and labor rates.

o Participate in periodic conference calls (usually weekly) to review Customer’s data center status, planning and the Services being provided.

o Monitor a Customer-specific Cisco email alias to facilitate communication with primary Advanced Services Engineer as well as the engineers on the Cisco’s Data Center team.

o Make collaboration tools available for the purposes of (including but not limited to): hosting meetings, managing documentation, instant messaging, desktop sharing, and collaborative spaces.

The quantity of any reporting and efforts for ongoing activities described herein will vary depending on Customer requirements and what Customer and Cisco mutually agree upon when Services are purchased as identified in the Quote provided by Cisco.

Ongoing Design Support

o Provide informal support for incremental changes to the Data Center or architecture.

Ongoing Software Support

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o Provide informal support for incremental changes to device configuration or architecture.

Scheduled Change Support

o Provide a remote resource for critical scheduled changes. Cisco will make available, upon receipt of not less than twenty-one (21) days prior written request to Cisco by Customer, a designated support contact person who will be available to consult with Customer in major Network service changes (i.e. major Hardware upgrade(s), major site installation(s) or major configuration changes). Customer agrees to submit a detailed request and schedule to Cisco prior to any such activity, which may include:

• Collaboration with Customer to evaluate the potential impact of the proposed changes

• review the implementation procedures remote assistance for Customer to resolve problems with Network changes during a major activity to the production Network

Proactive Software Recommendation Report

o Cisco will consult with Customer via a series of meetings to develop a thorough understanding of Customer’s Software management requirements and practices such as standards, migration triggers, and implementation methodologies. The Proactive Software Recommendation Report will contain overall strategy recommendations and may include, among other information informal support for incremental changes to device configuration or architecture

o Each report covers a single Software track and may include, among other information, the following:

• Analysis of Customer’s current practices related to establishing and managing Software release standards and Software migration triggers

• Analysis of Customer’s current practices related Software selection, testing, staging, implementation, and troubleshooting

• Assistance establishing Software track methodologies • Overall Software recommendation Customer should test

and consider • Descriptions of new Software features • Unresolved Software bugs to which Customer may be

exposed and if possible, appropriate workarounds • Periodic proactive critical bug analysis for identified

Software track(s) or key Network infrastructure Software feature categories

• Periodically updated follow-up reports, at a rate of no more than once per month, for up to 120 days from the original Software recommendation date

• Assistance in defining feature requirements and performance/availability objectives as relates to Software strategy.

Test Plan Review

o Review Customer test plans for thoroughness and effectiveness of planned testing. Plans will be reviewed based on issues and recommendations identified in either

the Test Lab Strategy Review, Hosted testing or Network Ready for Use Testing, and Activities.

Ongoing Support and Project Management

o Provide ongoing support and project management to assist with the overall delivery of the Data Center Optimization Service for incremental changes to the Network or architecture.

Data Center Improvement Plan

o Provide a plan that integrates recommendations from the areas of Data Center Assessments (such as Architecture Assessment and configuration audit), Software recommendations and Bug scrub, into a single document. The Data Center Improvement Plan represents the Customer-approved and agreed-upon Cisco recommendations as prioritized by a joint steering committee comprised of Cisco and Customer, and may be used by Customer to track future projects.

o Diagnose overall data center network health to identify, prioritize and track Data Center Nexus/WAAS health impacting issues such as availability, performance, faults and capacity based on specific business and network characteristics.

Quarterly Business Review o Schedule with Customer up to four (4) quarterly visits per

year (not to exceed eight (8) days in aggregate) to Customer's site to review Deliverables and activities and plan for the next quarter. Additional visits will be mutually agreed upon at Cisco’s then-current travel and labor rates (this does not apply to Unified Switching Fabric (Nexus)).

Remote Knowledge Transfer Sessions o Cisco will consult with Customer to identify requirements

and topics for informal training sessions. Remote Knowledge Transfer Sessions are:

Delivered in English (other languages subject to

availability) Informal technical updates such as a “chalk talk” on a topic

that is mutually agreed upon and relevant to the technologies in the data center.

Service to be provided by an Advanced Services Engineer or another senior Cisco engineer.

Delivered remotely for up to four (4) hours in length, with no labs and no printed course materials

Relevant to the Cisco products and technologies deployed in Customer’s production Network

Validation-Test Cycle and Review – Standard

Cisco will consult with Customer via a series of meetings to develop a thorough understanding of Customer’s solution

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testing goals and requirements, and generate a proposed Test Plan. Once agreed, Cisco will execute the tests documented in the Test Plan and report findings to Customer. Validation and Testing Support may include, among other information, the following: Review of Customer’s testing goals and business

objectives for the solution; Analysis of requirements such as software strategy,

platforms, topology, protocols, and configurations Test Plan development or review/refine existing test plan; Schedule facilities, equipment and resources; Test Set Up – Perform the Physical Lab Setup; Test Execution – Execute the Test Plan; and, Test Results Analysis – Document the results in a Test

Report. Validation-Test Cycle and Review - Standard Support is

estimated to last between 8 to 12 weeks. Validation and Testing Support is only available to certain

geographic locations and will be specified in the Quote for Services.

Data Center Strategy and Architecture Service Data Center Virtualization Architecture Assessment o Provide Data Center Architecture Virtualization

Assessment. Cisco will consult with Customer via a series of meetings to identify the future architecture requirements for a data center consolidation or data center virtualization. A Data Center Architecture Virtualization Assessment may include, among other information:

Review of the current data center infrastructure and future

Network requirements for consolidation, virtualization, or both

Review of the technology architecture layers such as facilities, Network, server, and application platforms

Analysis of technology feasibility Analysis of consolidation and/or virtualization impact to

application business services domains Analysis of server inventory, performance data, and

operating system data Analysis of potential server consolidation and/or

virtualization costs and savings related to server hardware and infrastructure licenses

Report describing the analysis comparing Customer’s current practices to Cisco’s recommended best practices and recommendations for server consolidation and/or virtualization

Report describing analysis of performance, availability, component inventory and/or inter-dependencies of domains and views, service, and data transport, and recommendations

Report describing opportunities and steps needed for optimization, consolidation, and /or virtualization with recommendations

Data Center Virtualization Design Review

o Review Customer’s infrastructure technologies to analyze

and identify virtualization opportunities in the following areas:

Network (Layer 2/Layer 3 infrastructure) Network transport and application call flows Security networking (firewall design) Server load balancing Web caching within the data center Secure Sockets Layer (SSL) offload

o A report of findings and recommendations based on Cisco leading practices and onsite discussions will be presented at Customer quarterly review. Recommendations may include:

Low-level design for the Layer 2/Layer 3 infrastructure and integrated design

High- Level design architecture review addressing an end-to-end virtualized architecture covering Network, network services, security, SAN.

These activities are performed a minimum of two times but may be performed up to four times per year for one data center after the Data Center Architecture Assessment has been completed.

Architecture Acceleration Assessment

o Provides assistance to the Customer in evaluating the compute platform while simultaneously transitioning the environment towards the defined production future state. Activities may include:

Analyzing the Customers' server and computing platform

technical architecture, as it relates to projected environment, resource capacity and user community demands.

Documenting challenges, critical success factors and risks Providing recommendations on infrastructure design Review a services framework to develop an architecture

roadmap Review areas for reduction in complexity and total cost of

ownership (“TCO”) Discussion of areas for increasing architectural flexibility

/agility. Data Center Architecture Value Analysis o Cisco will provide a comprehensive financial analysis

spanning the server environment, storage environment, and networking environment by analyzing costs and operational commitments

o The Cisco Data Center Architecture Value Analysis

Service includes the following deliverables: Financial analysis report Capital investments required during the project lifecycle Savings in infrastructure, facilities, and energy costs Executive and technology presentations

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Application Migration Planning Review o Gather current application components scheduled for

deployment across the server pool considered for virtualization

o Collaborate with Customer to confirm application component information related to performance, compatibility, patch level, application availability and interdependencies

o Identify existing and future application service domains o Analyze application migration plan considering the

following: seamless migration of all the IT system environments:

production , development , user acceptance test (“UAT”) part of the virtualized environment

minimal to no changes to current Application component configuration and/or implementation

minimal to no risk due to Application component inter-dependencies

impact of current IT project related to existing or new IT systems that require services from the virtualized context

Data Center architectural changes required to support remote application service access.

o Create following Reports with recommendations:

Application Component Availability Deployment Report Application Component Patch Version/Level Compatibility Application Component Inter-dependency Views Application Component Performance Report Application Migration Strategy Document IT Project Impact Analysis to the Migration Strategy Application Migration Roadmap Data Center IPv6 Architecture and Design Review o Provide Data Center IPv6 Architecture Assessment. Cisco

will consult with Customer via a series of meetings to identify the current and future IPv6 architecture and Design requirements for a data center. A Data Center IPv6 Architecture and Design Assessment may include, among other information:

Review of the current data center infrastructure and future

Network requirements for IPv6 Review of existing configurations, feature and design Review and plan IPv6 Address Planning for Data Center,

DMZ, Internet Edge Review and assess IPv6 dependencies like DNS, DHCP

requirements Recommend code and feature set for IPv6 Design for the

Data Center Provide high level Architecture and Design guidelines and

support IPv6 planning in the Data Center (DMZ, Internet Edge)

Data Center IPv6 Device Assessment o Provide Data Center IPv6 Device Readiness Assessment.

Cisco will work with Customer to gather and install necessary devices in the Network/Data Center to collect device configuration for assessment. A Data Center IPv6 device Assessment may include, among other information:

Identify pilot and product devices/points in Data center for IPv6 piloting

Identify devices for configuration collection either via tools or manual

Assess and analyze configuration and system information Review and compile necessary recommendation for IPv6

readiness This may include Memory/CPU/Code upgrades Recommend configuration changes to enable IPv6 in the

Data Center Provide report with device assessment and with

appropriate recommendations

Security Assessment for Secure Cloud and DC Network Devices The Security Assessment for Secure Cloud and Data Center Network Devices assesses a Customer's data center device security. This service is focused on understanding the current state of the hardening of the individual data center devices by analyzing their configuration files. Cisco will consult with Customer via a series of meetings

to understand and analyze aspects of Customer’s Data Center and Cloud Network device security. A Device Security Assessment will be performed on up to 350 security devices in the Data Center and may include, among other information, the following:

o Review of Customer’s Data Center and cloud device security goals and requirements;

o Analysis of data center device configurations focused on security hardening of the individual devices;

o Analysis of firewall rules for common configuration issues; o Report describing the analysis comparing Customer’s

current configuration to Cisco’s recommended best practices and Cisco’s recommendations (sampled based on size and configuration of network);

o Report describing prioritized list of discovered vulnerabilities and most critical findings; and,

o Interactive presentation of findings, analysis, and recommendations.

Security Assessment for Secure Cloud and DC The Security Assessment for Secure Cloud and DC evaluates the capabilities of the network infrastructure to protect an identified business critical asset and provide a set of recommendations to remediate the identified security gaps for that business critical asset. The recommendations include improvements to topology, protocols, device configurations and security controls.

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The Security Assessment includes one business critical asset and sampling of devices from one each of the following network areas: data center, internal network, and perimeter network. Further details on the Security Assessment are described in the SDA specific Service Description at www.cisco.com/go/servicedescriptions/, incorporated herein by reference. Security Strategy Planning Support for Secure Cloud and DC o Cisco will provide strategic and tactical guidance via a

series of meetings or workshop around a Customer selected network security topic. Topics may include but are not limited to network security technologies, cloud, data center security.

o Participate in network Security Strategy and Planning meetings or workshop.

o Provide collateral / technical reference material (white papers, technical specifications) as requested for specific technologies or for network security architectural approaches.

o Provide guidance and recommendations for data center network security strategies.

o Develop a Security Technology Planning Meeting Report, providing a synopsis of the meeting and documenting recommendations.

Data Center Security Posture Assessment Cisco will consult with Customer via a series of meetings to understand and analyze aspects of internal and perimeter security posture of the Customer’s Network. A Data Center Security Posture Assessment (SPA) provides a point-in-time assessment of the risk posed to an organization by vulnerabilities present in the organization’s IP-networked systems and security controls. The service measures the extent to which identified vulnerabilities can be utilized to achieve unexpected or unauthorized access to the OS or applications on IP-connected endpoints (UNIX / Windows / network and security devices). The SPA will include the following: Internal Security Posture Assessment

• Critical Network and Asset Identification Workshop, • Discovery and Vulnerability Identification, • Vulnerability Confirmation and Target Analysis, • Results Analysis and Presentation, and, • Assessment Report.

Perimeter Security Posture Assessment • Discovery and Vulnerability Identification, • Vulnerability Confirmation and Target Analysis, • Targeted Phishing Vulnerability Analysis, • Results Analysis and Presentation, and, • Assessment Report.

Further details on the Security Posture Assessment are described in the SPA specific Service Description at www.cisco.com/go/servicedescriptions/, incorporated herein by reference.

On Site Residency Cisco On Site Resident provides skilled Data Center professionals to supplement Customer personnel and spends between one and twenty five days a month onsite over a period of three to twelve months, as specified in Quote and Purchase Order, and will perform the following types of tasks: • Provides targeted consulting support as directed by

Customer during Customer’s normal business hours. After hours support available upon mutual agreement within scope of engagement.

Consult with Customer staff to develop an understanding of Customer’s Data Center design and implementation, with a focus on concerns such as resiliency, self-recovery, scalability, disaster recovery, business continuance, virtualization, application traffic requirements, and ability to handle increased traffic demands.

Participate in on site meetings and periodic conference calls to review Customer’s Network status, planning and the Services being provided

Monitor a Customer-specific Cisco email alias to facilitate communication with Cisco designated Services team

Resident Network Consulting Engineer may utilize Customer provided data, scripts or internal tools to assist in collecting data from the Network.

Provide real-time monitoring and measurement of network fault, performance, capacity and availability events to proactively analyze and identify service-impacting issues

Provide real-time notification to Customer of network, storage and compute impacting issues

Provides guidance in the following areas Device/Server Admin

Functions Planning of Moves, Adds,

And Changes Change Window Support Basic Design Consulting Device Configuration Device Monitoring Resource Management

Basic Device Troubleshooting

Root-cause Analysis

Technology/Device Knowledge Transfer

Weekly Status Reporting

Cloud Optimization Cloud Technology Architecture Assessment Cisco will conduct an architecture and security assessment of the Customer’s current data center architecture and plans, providing analysis of current states of the architecture and security and identifying any issues found with the Customer’s current technology architecture (Network, storage and compute), as it pertains to a desire to transition to, or evolve further to (in the case of an existing cloud architecture), an architecture capable of offering cloud Infrastructure, DRaaS and software services (XaaS). Activities may include: • Gather business and technical requirements related to

Customer’s cloud data center architecture and security by conducting a combination of on-site discovery workshops and interviews with Customer stakeholders.

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• Conduct an assessment of Customer’s current architecture with aim to make recommendations on what is required to refocus the Customer’s data center plans to evolve to a cloud technology architecture.

• Provide Customer with a Cloud Technology Architecture Assessment Report.

The following are not in scope of the Cloud Technology Architecture Assessment Service: • Wireless technologies; • Unified Communications; • Application and/or Business services architectural

recommendations. These services will be addressed only from mapping and dependencies to the technology service area perspectives and will help the definition of the network blocks in-line with Customer complete set of requirements;

• Assessment or integration of SLA services into the existing or future state of the technology services; and,

• Non-operational perspective analysis of the Server and Storage layers.

Cloud Management Automation Assessment Cisco will provide an analysis of the Customer’s current management automation tools – specifically orchestration, provisioning tools, management portal and assurance tools - making recommendations for the management tools infrastructure necessary to support a cloud computing architecture capable of offering cloud Infrastructure- as-a-Services (IaaS) and/or DRaaS. In the case of an existing cloud deployment, the recommendations will focus best practices for management of a cloud architecture; and in the case of a non-cloud deployment, recommendations will focus on changes and new tools for existing cloud technology architecture plan. Cisco Service Activities: • Conduct a discovery workshop including interviews with

Customer to capture and document the Customer’s current management automation strategy and toolset, along with associated workflows.

• Assess the Customer’s requirements for cloud orchestration management tools, documenting the Customer requirements and recommendations in the Cloud Management Automation Assessment Report.

• Assess the Customer’s current performance and SLA monitoring, measurement, management and reporting tools, documenting the Customer’s capabilities and requirements for cloud computing, including SLA management and capacity management in the Cloud Management Automation Assessment Report.

• Review with Customer the Cloud Management Automation Assessment Report for comment and approval before it is formally completed and released.

• Provide Customer with a Cloud Management Automation Assessment Report

Data Center Unified Computing Optimization

Data Center Unified Computing Optimization is targeted to allow Customers to analyze, improve, and optimize their Cisco data center Unified Computing environment while supporting current production environments. The Service is designed to assess the Customer’s current Unified Computing environment to identify areas for improvement. This service will provide recommended leading practice deployment strategies, methodologies and configuration based on these findings. In addition, the Data Center Unified Computing Optimization Service will support planning efforts which will mitigate the risks inherent in any change process.

Unified Computing Architecture Assessment

o Consult with data center staff in a series of workshops and meetings to develop a thorough understanding of Customer’s Unified Computing System (“UCS”) and UCS Director design requirements. Review current design and provide recommendations with a focus on concerns such as resiliency, availability and scalability. Cisco will also work with Customer to optimize architecture and performance for virtual and physical environments.

o Provide a detailed report that summarizes

recommendations and findings. The Report may include but is not limited to:

Review of Customer’s design requirements, priorities, and

goals Review areas for reduction in complexity Assess and recommend architecture for the Unified

Computing deployments. Review current initiatives and align with leading practice

deployment methodologies and use cases Assist in identifying additional opportunities to utilize UCS

capabilities Analysis of impact of new requirements on existing

environment. Develop a recommended architecture and future

deployment roadmap. UCS Configuration and Performance Audit o Review current configuration of Unified Computing

System, and/or UCS Director and surrounding infrastructure. Cisco will examine this information to provide recommendations based on leading practice configuration methodology and technical settings as appropriate. Activities may include but are not limited to:

Review and analysis of virtual machine, server, Network

and storage performance and utilization Investigate peak utilization trends and identify optimal

configuration and architecture to meet these threshold Identify underutilized assets and recommend optimal

layout for highest compression ratios for virtual machines Develop report on performance optimization

recommendations such as system tuning, virtualized I/O, protocol optimization, and server response times.

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Review technical environment that may include: unified I/O, management switch, chassis and cabling configurations for optimum performance.

UCS Leading Practices Audit o Provide a review of leading practices for the Unified

Computing environment. An evolving Unified Computing architecture can help support growth, improve productivity, improve business processes, and accelerate change in every aspect of your business

Review current Customer UCS and/or UCS Director

implementation against a list of lab and project- based leading practice configurations.

Align applicable leading practice deployment configuration options and settings for specific Customer usage.

Discuss areas for increasing architectural resiliency, availability, flexibility and agility.

Onsite Consultant Support Provide ongoing, onsite Unified Computing consulting support in the form of a designated engineer (“Advanced Services Engineer”) onsite at Customer’s designated location to act as the primary interface with Customer, providing general advice and guidance related to Customer’s Unified Computing System (UCS), and/or UCS Director, up to five days per week (pending local work restrictions) during Standard Business Hours excluding Cisco holidays, locally recognized country holidays, vacation, and training days. Customer directed tasks to be performed by the Advanced Services Engineer are subject to Cisco approval, which shall not be unreasonably withheld. Onsite Unified Computing Consulting Support is only available to certain geographic locations and will be specified in the Quote for Services. UCS Health Check o Review current configuration of Unified Computing System

(UCS), and/or UCS Director infrastructure as part of a periodic examination of post deployment, or audited, environments, that require additional examination guided by Customer needs and concerns. UCS Health Checks are structured to service instances within a single data center environment. Periodic activities may include

Review and analysis of virtual machine, server, Network

and storage performance and utilization including management switch, chassis and cabling configurations

Develop report on the environment as evaluated against best practices and expected server response times, virtualized I/O, and protocol optimization

UCS Application Workshop Provides a workshop looking at migration of existing

compute environment to UCS leveraging DCAF used for UCS Health Check. The following activities will occur:

o Leverage Cisco DCAF to discover the compute server

foot print in the data center o Develop a migration TCO/ROI analysis summary

report o Conduct 1 day workshop to understand Customer

long term goals and identify potential application/software optimization opportunities

o Review preliminary TCO/ROI analysis report o If Customer is interested in moving forward, Cisco will

put together an application optimization roadmap

Nexus1000v Health Check Review current configuration of Nexus1000v component of server infrastructure as part of a periodic examination of post deployment, or audited, environments, that require additional examination guided by Customer needs and concerns. Nexus1000v Health Checks are structured to service instances within a single data center environment. o Periodic activities may include Verify operational state of system • Review and analysis of vCenter setup, Virtual Ethernet

Modules (VEM), SVS connection, etc • Physical state of port connectivity for VEMs Verify Port Profiles • Review and analysis of Uplink Profile, Vethernet Profiles

and Overall Usage Access and Monitoring • Users, SNMP, Syslog, etc o Develop report on the environment as evaluated against

best practices UCS Operational Enhancement Assessment o Review and standardize efficient operational process while

working with Unified Computing System (UCS) and/or UCS Director architectures

• Work with Customer to modify existing operations guides to leverage more efficient UCS Manager and Unified Architecture related processes

• Provide recommended best practices to operate a UCS environment to increase agility, availability and operational efficiency.

• Provide Documentation Support and Operations Synopsis Report

UCS System Integration Support o Review best practices and use cases around the Unified

Computing Architecture and surrounding ecosystem that can accelerate completion of an enterprise’s automation

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initiatives within a single data center environment. Periodic activities may include:

Automate • Review and analysis of compute provisioning, network,

storage and applications • Performance capacity management • User management Integrate Review and Build workflows between 2 APIs (ie Compute

and Hypervisor) Scale by adding additional APIs (ie network, storage,

security) Extend to peripherals and applications Monitor Life Cycle Management Performance Capacity Management Chargeback / Billing

Data Center Unified Networking Services (WAAS, eCDS) Optimization

Covers Unified Switching Fabric (Nexus), Application Network Performance (WAAS, ACNS,eCDS) Components WAAS Assessment Once per year, Cisco will provide Customer with a product-based data center architecture assessment to facilitate proper changes in the existing environment, which may include: Assess current environment to support planned changes,

and identify gaps in the adoption of a Cisco DC technology through current assessment of the design and future goals via subject matter experts and application of leading practices to Cisco design principles.

A detailed technical assessment of Customer-specific DC technology infrastructure design. Designs for ANS, SAN, and Nexus, Unified Computing families of products are available.

• Proactive recommendation to improve the performance, resiliency, security, and availability of Customer’s Cisco DC technical Infrastructure

WAAS Architecture Review Review of current L4-7 content and application distribution environment configuration and surrounding infrastructure with recommendations based on leading practices. Review of Customer’s design requirements, priorities, and

goals

Assess and analyze effects of new requirement on existing environment and develop a future deployment roadmap including recommending an architecture for the Desktop Virtualization deployments.

Assess current disaster recovery process and provide recommendations to optimize disaster recovery capability and procedures for Cisco Unified Networking Services products

Provide a review of best practices for the Desktop Virtualization environment and discuss areas for increasing architectural resiliency, availability, flexibility, and agility

ACNS to eCDS Migration Report Consult with data center staff in a series of interviews and meetings to develop a thorough understanding of the ACNS to eCDS migration requirements. AS will provide an assessment of the requirements to do a ACNS to eCDS migration. Activities may include: • Review the current ACNS design and configuration to be

migrated • Review the new purposed eCDS design • Determine the recommended method of migration • Provide eCDS knowledge transfer WAAS Mobile Design Support Provide informal support for incremental changes to WAAS Mobile configuration or architecture. Consult with Customer on ongoing WAAS Mobile requirements changes, new features, and the associated effects on the existing Network design. Activities may include: • Review proposed Customer WAN optimization

requirements for mobile workforce • Assess the current WAAS Mobile environment to

determine adherence to best practices • Verify the sizing of the design is keeping up with current

and proposed demand • Validate the software code versions, related to WAAS

Mobile, are appropriate for the current and short term environment

• Provide a knowledge transfer around WAAS Mobile WAAS Configuration Audit Provide a review of leading practices for the WAAS environment. Verifies that the WAAS devices are configured optimally. Activities may include: • Review current Customer WAAS implementation against a

list of lab and project- based leading practice configurations.

• Align applicable leading practice deployment configuration options and settings for specific Customer usage.

• Discuss areas for increasing architectural resiliency, availability, flexibility and agility

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WAAS Health Check o Review Customer WAAS environment, collecting

performance-related data, and applying Cisco leading practices, as part of a periodic examination of post deployment, or audited, environments guided by Customer needs and concerns.

Collect performance data, identify exception areas,

analyze device configurations and resource utilization parameters

Develop Stability Analysis and Recommendations report which typically includes summaries of the following network-level information: Software, Hardware, Memory, Environment, Protocol Analysis and Network Management

Data Center Unified Fabric (Nexus) Optimization Covers Application Distribution (ACE, L4-7), Unified Switching Fabric (Nexus), Application Network Performance (WAAS, ACNS) Components Nexus Network Assessment Once per year, Cisco will provide Customer with a product-based data center architecture assessment to facilitate proper changes in the existing environment, which may include: Assess current environment to support planned changes,


A detailed technical assessment of Customer-specific DC technology infrastructure design. Designs for ANS, SAN, and Nexus, Unified Computing families of products are available.

Proactive recommendation to improve the performance, resiliency, security, and availability of Customer’s Cisco DC technical Infrastructure.

Nexus Architecture Review Review of current Nexus environment configuration and surrounding infrastructure with recommendations based on leading practices. Review of Customer’s design requirements, priorities, and

goals Assess and analyze effects of new requirement on

existing environment and develop a future deployment roadmap including recommending an architecture for the Unified Fabric deployments

Assess current disaster recovery process and provide recommendations to optimize disaster recovery capability and procedures for Cisco Nexus hardware products

Provide a review of best practices for the unified fabric environment and discuss areas for increasing architectural resiliency, availability, flexibility, and agility

Nexus Advanced Feature Assessment

Consult with data center staff in a series of trainings and meetings to develop a thorough Customer understanding of one Nexus Advanced Feature. (VPC, VDC, Fabric Path, or OTV) Review current Nexus design and provide recommendations with a focus on potential ways of leveraging the targeted available Nexus Advanced Feature in areas such as virtualization, resiliency, availability and scalability. Cisco will also work with Customer to develop a migration strategy to roll out the target Nexus feature into the existing Nexus environment. Activities may include:

o Provide the following services around the targeted Nexus Advanced Feature:

• Provide remote training on target Nexus advanced feature

• Review existing Nexus design to determine readiness and design requirements to deploy targeted Nexus advanced feature

• Provide recommended migration strategy to deploy targeted Nexus Advanced feature

• Provide recommended implementation plan to deploy targeted Nexus Advanced feature

This service includes the design, implementation planning, and training around a single Nexus Advanced feature that the client will deploy. Client can elect the quantity of this service based on the number of features that need to be deployed during contract.

Nexus FCoE Support

Consult with data center staff in a series of trainings and meetings to develop a thorough Customer understanding of the clients FCOE deployment. Service activities may include:

• Provide FCOE design consultation for Moves, adds or changes

• Provide ongoing configuration support of FCOE solution • Provide new feature support for FCOE solution • Provide FCOE knowledge Transfer • Provide FCOE deployment assessment • Provide design support for any problem escalations on the

FCOE solution This service does not cover the planning, design or implementation of a new deployment of FCOE, only the optimization and “day 2” support of a deployed FCOE solution

Nexus Security Assessment

Consult with data center staff in a series of meeting to understand the Nexus network security requirements and assess the current or purposed design for compliance with the stated security requirements. Activities may include:

• Provide a Nexus Security analysis and report which summarizes any recommendations and findings. The Report will include:

• Review of Clients Nexus Security design requirements, priorities, and goals

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• Review current or purposed Nexus Security design and configurations

• Review current initiatives and align with leading practice Network security methodologies and use cases

• Assess and recommend design or configuration changes to Nexus security architecture

This Nexus Security assessment will be focused on Nexus switch/port security and will not include an assessment or recommendations related to application security or FW rules or policies. Nexus Health Check o Review your Data Center Nexus family switches,

collecting performance-related data, current state configurations and applying Cisco leading practices, as part of a periodic examination of post deployment, or audited, environments guided by Customer needs and concerns. Nexus Health Checks are structured to service instances within a single data center environment. Periodic activities may include

Collect performance data, identify exception areas,

analyze device configurations and resource utilization parameters

Develop Stability Analysis and Recommendations report

which typically includes summaries of the following network-level information: Software, Hardware, Memory, Environment, Protocol Analysis and Network Management

Review report on the environment as evaluated against

best practices SAN Optimization Services SAN Assessment Once per year, Cisco will provide Customer with a product-based data center architecture assessment to facilitate proper changes in the existing environment, which may include: Assess current environment to support planned changes,


A detailed technical assessment of Customer-specific DC

technology infrastructure design. Designs for ANS, SAN, and Nexus, Unified Computing families of products are available.

Proactive recommendation to improve the performance,

resiliency, security, and availability of Customer’s d DC technical Infrastructure

o Provide informal support for incremental changes to device configuration or architecture

o Provide informal support for incremental changes to the Data Center or architecture.

SAN Architecture Review Review of current MDS SAN environment configuration and surrounding infrastructure with recommendations based on leading practices Review of Customer’s design requirements, priorities, and

goals Assess and analyze effects of new requirement on

existing environment and develop a future deployment roadmap including recommending an architecture for Unified Fabric deployments.

Assess current disaster recovery process and provide recommendations to optimize disaster recovery capability and procedures for Cisco MDS hardware products

Provide a review of best practices for the SAN environment and discuss areas for increasing architectural resiliency, availability, flexibility, and agility

SAN Health Check

o Cisco will provide an analysis of the features and abilities of the MDS platform for optimal deployment and configuration:

Review of existing SAN infrastructure for adherence to best practices, configuration issues, and architectural bottlenecks

Recommend new features and configuration updates to ease day-to-day SAN operational requirements

o Cisco will provide a SAN Health Check Report that includes an executive summary, current status of environment, Customer requirements analysis, findings and conclusions.

Storage Capacity & Impact Analysis

o Cisco will provide an analysis of the Customer’s storage array infrastructure to for optimal deployment and configuration:

Storage capacity utilization Allocated but unused storage Current storage process maturity o Cisco will provide a Prioritized Action Plan highlighting

those areas within the storage array infrastructure requiring immediate remediation.

o A Reference Architecture will be provided highlighting capacity and growth options for the array infrastructure based upon industry best practices. This will include a High Level Plan and ROI Analysis

o The findings will be presented via an Impact Analysis Executive Summary Presentation.

Data Migration

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o Cisco will consult with Customer via a series of meetings to develop a thorough understanding of Customer’s data migration requirements.

o Perform a SAN and Storage discovery of the Customer’s environment using the following methods:

Data Center Analytics Framework (DCAF) to discover SAN, storage array, network, and host specific information

Storage array specific collection and management tools SAN specific collection tools o Working with application owners and system

administrators, determine application dependency mapping (ADM).

o For long-distance data center migration of data, determine SAN extension requirements to support migration

o Based on the discovery and review with Customer, determine the data migration method(s) best suited for migrating the environment which could include but not limited to:

Data Mobility Manager (DMM). Cisco fabric-based data migration tool

Storage array-based migration: Array-vendor specific migration tool (i.e., SRDF, TrueCopy, GlobalMirror, etc.)

Host-based tools. vmWare Storage vMotion, host operating system LVM mirroring techniques.

Tape backup and restores Other host based methods such as rsync. o Create migration Move Groups Identify the number of migration windows Amount of storage per migration window Application and host to move in move group o Setup the migration environment: Target storage environment configuration and setup SAN configuration changes to support replication Kick off data replication in advance of migration window

(async replication) o Support migration window activities Final data sync between old and new storage array Host cutover to new storage Application testing on new storage o Clean-up legacy storage environment after successful

data migration

FCoE Support

o Using leading practices, the Cisco FCoE Support Service identifies gaps in the Customer’s FCoE infrastructure and provides:

o FCoE Assessment Provides a list of recommendations based on analysis of

Customer’s environment and comparison against best practices.

o FCoE Ongoing design support Provides detailed design reports on data center

architecture components Provides recommendations for resiliency, self-recovery,

scalability, disaster recovery, business continuance, virtualization, and application traffic requirements

Provides detailed design reports on FCoE environments o Software strategy support

Ongoing software support for incremental changes to device configuration or architecture

o Proactive Software Recommendation Report Review provides strategic and tactical approach to

managing current and future software levels Assists in defining feature requirements and performance

and availability objectives as they relate to software strategy

Comprehensive reports for each software track Reports examine production configurations and compare

them to Cisco’s leading practice recommendations Recommendations for software modifications as

necessary o Scheduled change support. Ongoing support for incremental changes to the FCoE

environment

SAN Management & Monitoring

o Document the Customer’s SAN alerting and monitoring requirements, Cisco platform alerting features, and Customer’s enterprise integration needs.

o Provide a detailed design report with recommended monitoring architecture and best-practice alerting configurations.

Assist Customer in the implementation of Cisco SAN alerting features and functionality.

Provide guidance and reference material to assist Customer with integration of alerting to third party network management system platforms.

Consult with the Customer to determine appropriate event criticality and triage.

o Provide ongoing support Design optimization to meet the Customer’s changing

alerting needs Assist the Customer in testing and tuning the alerting

thresholds. Software upgrade impact analysis

Cisco Data Center Modular Knowledge Service (MKS) The Cisco Data Center Modular Knowledge Service (“MKS”) provides Customer with access to design tips, methodologies, leading practices, and foundational concepts related to Cisco products and technologies. The Content in the library is made available by Cisco to a number of Authorized Viewers through a secure web-based portal (“Portal”). Access to the foundational Network Infrastructure Modular Knowledge Service is provided with each subscription to the Data Center Modular Knowledge Service at no additional charge. Make the Content available, remotely, to the number of

Authorized Viewers, including providing access to the following:

Multimedia Clips:

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- VoD/AoD technical talks -Service deliverables archive – Customer-specific/account

specific content - eLearning courses Sidebar Content: - White Papers - Case Studies - Design Guides - Configuration Guides - Training Documents - Technical Tips - Deployment Guides - Online textbooks and/or manuals - Video and audio clips (different from the Multimedia

Clips) Assist in account creation for the Portal, prior to use during

the duration of the Service. Customer is responsible for security, network connection, IP address assignment and any required firewall or access control list changes required on Customer’s network in order for the end-users to access the Portal.

Provide a training session to Customer point(s) of contact

for the Authorized Viewers. Hold a “Demo Day” to train and demonstrate the tool for

Customer’s Authorized Viewers. Host Content and provide preventative maintenance in

accordance with Cisco’s normal maintenance schedules and procedures.

Analyze issues submitted to Cisco through provided e-mail

alias [email protected]. Provide technical assistance to Customer as Cisco may

deem necessary to properly provide the Services. Updated Content: Cisco may revise, update and/or

remove previously-released Multimedia Clips and/or Sidebar Content (“Updated Content”). Cisco will make any Updated Content available to Customer as a part of the Services. The Updated Content will exclude the previously-released Multimedia Clips and Sidebar Content (where applicable) that the Updated Content was intended to supersede. Customer should discontinue any use of the superseded Multimedia Clips and/or Sidebar Content.

Cisco Data Center Services for Operations Enablement Operations Audit o A review of current operations processes to provide

recommendations to optimize operation of Cisco technology (network, storage and compute) to maximize IT Service availability.

• Kick off meeting to review service deliverable and methodology with key Customer stakeholders

• Schedule and conduct onsite interviews • Review and analyze Customer provided documentation • Presentation and review describing findings, together with

recommendations for changes to operations processes that will optimize the operation of Cisco technology to maximize IT service availability

Management Solution Architecture o Review current toolset to provide recommendations to

optimize visibility and control of a virtualized data center environment. Takes a holistic view across all management tools used across the data center architecture. Areas of focus may include Event, Incident, Problem, Knowledge, Service Asset & Configuration, Change, IT Service Catalog, Performance and Capacity Management, Automation / Orchestration and Billing & Chargeback

Create a holistic view of the current IT services management toolset, and operational requirements

Analyze existing toolset’s capability to meet operational requirements

Presentation and review describing findings, together with a roadmap for recommended changes to the toolset that will optimize the visibility and control of the data center environment

Operations Support Plan o Determine how best to prepare to operate/manage new

Cisco technologies being introduced into the data center environment. Activities and deliverables may include:

• Collaborative onsite and remote Cisco-led, cross-functional team workshops

• Identification of operational requirements • Organization structure diagrams • Roles & responsibilities matrix • Skills matrix • Workflow diagrams • Supporting process documentation • Review of recommendations Instrumentation Audit o Maximize operations visibility of Cisco devices in the data

center infrastructure by reviewing instrumentation related configuration and how instrumentation features are being used. Provide recommendations and leading practices to maximize operations visibility into the environment.

• Analyze device management feature configurations • Ascertain via meetings / interviews / documentation the

instrumentation collection options deployed in the environment

• Presentation and review describing findings, together with recommendations to further improve operational visibility into the environment.

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Resiliency Analysis o Provide resiliency analysis across the whole data center

architecture (holistic view). Uses output from individual network, storage and compute health checks and other services.

• Collect and analyze relevant configuration information using a variety of collection and analysis tools

• Document findings and identify possible risks to infrastructure resiliency that may impact IT service availability

• Produce Resiliency Improvement Roadmap report Minor Software Upgrade Support o Current state review and implementation plan to apply

minor release update to existing operations product toolset as well as support for the operations toolset

• Validate upgrade path for product(s) • Document upgrade plan for Customer • Collaboration with Customer to evaluate the potential

impact of the proposed changes • Review implementation procedures and provide remote

assistance for Customer to resolve problems during release updates

Major Software Upgrade Support o Current state review and implementation plan to execute

major release upgrade to existing operations product toolset including upgrade support. Includes upgrade testing as appropriate.

• Validate upgrade path for product(s) • Document upgrade plan for Customer • Collaboration with Customer to evaluate the potential

impact of the proposed changes • Test upgrade / backup-restore function(s) as required • Review the implementation procedures • Provide remote assistance for Customer to resolve

problems with changes during a release update • Recommend a test plan for the upgraded tools before they

are rolled into the production environment Operational Process or Runbook Update

o Assistance in development / documenting operational run-book(s) or standard operating procedure(s) that addresses a specific operational or technical procedure for a given device / technology / IT service

• Define operational function(s) and technology(ies) for which run-book(s) or standard operating procedure(s) will be produced

• Document procedure(s) and/or process(es) for use in Customer environment

• Deliver and review run-book(s) or standard operating procedure(s) with Customer

ITSM Residency

An on-site resident Cisco IT Service Management (ITSM) Subject Matter Expert Consultant will be provided to supplement Customer personnel and to perform tasks, which may include:

o Provides targeted consulting support as directed by

Customer during Customer’s normal business hours. After hours support available upon mutual agreement within scope of engagement

o Consult with Customer staff to develop an understanding of Customer’s ITSM process and tools design and implementation, with a focus on concerns in focus areas such as change management, release & deployment management, transition planning & support, service & validation testing, knowledge management, incident management, problem management and continual service improvement.

o Participate in on-site meetings and periodic conference calls to review Customer’s ITSM status, planning and the IT Services being provided.

o Monitor a Customer-specific Cisco email alias to facilitate communication with Cisco designated Services team

o Identify deliverables necessary for successful service transition to Operations.

o Participate in extended team status calls and planning meetings.

o Participate in and/or facilitate Agile Scrum activities. o Consultant may utilize Customer provided data,

scripts or internal process and tools documentation to assist in providing consulting support.

The typical skill set and role of the Consultant(s) provided by Cisco to provide ITSM expertise may include:

o Plan, design and/or lead in the development of ITSM

processes identified above. o Facilitate standardization and adoption of ITSM

processes within Customer Operations organization. o Serve as an advisor role to Customer in regards to

operations excellence and/or operations transformation.

o Provide Cisco and industry best practices to Customer regarding infrastructure and or IT service operations, including comparison against other industry operations maturity benchmarks.

o Articulate "as a Service” industry practices. o Understanding of the Networking, Data Center and

Cloud technology stack o Understanding of multiple ITSM and development

methodologies which may include eTOM, COBIT, TOGAF and DevOps as well as ITIL.

Connected Grid Energy Optimization Service (“EOS”)

Service Summary

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Connected Grid Energy Optimization Service provides for optimization of the use of energy by the information and communication technology infrastructure. This software based system leverages Cisco EnergyWise and provides for costs and greenhouse gas savings related to the energy usage of IT systems. Customer Requirements Document (“CRD”) Development Collaborate with the Customer to remotely collect and

document Customer’s communicated business requirements to be used by the high-level network design. The Customer requirements may include:

o Energy Management features and functionality are

required to meet business objective.

o Review and analyze the existing Network, Compute and Storage architectures for performance, IT and building load analysis, Hardware and Software, energy reporting and management.

Provide and maintain a Customer Requirements Document (“CRD”) that contains Customer requirements, collected data, information, observations, and the results of the high level analysis during the duration of the service.

Discovery and Information Gathering The remote energy discovery process is a low cost way for a Cisco field team and Customer uncover a high level ROI for implementing a new energy management system. This financial analysis can be presented remotely or on day 1 of on-site workshop. This is a high-level energy discovery typically for a subset of the larger IT architecture. Discovery and Information Gathering / Remote Access

Required Requirements Gathering and Discovery / Remote Asset Inventory Transfer / Remote Qualification and Evaluation / Remote Mechanical, Electrical, Floor Plans Transfer / Remote Presales Coordination / Remote Discovery and Information Gathering / Remote Access

Required Provide a site survey report detailing the results of the

energy discovery tool. The on-site energy discovery process provides for a detailed ROI for implementing a new energy management system. This financial analysis is presented remotely during the assessment period. This is a low-level energy discovery typically for the larger IT architecture. Discovery and Information Gathering / On-site Site Inventory Discovery / On-site Requirements gathering and analysis / On-site Detailed IT and Facilities Components Assessments / On-

site

Collaborate with Customer to determine Future State Design / On-site

Assist the Customer in the creation of its high level Energy Management System design and as part of the collaboration:

o Review and assist Customer the high-level Network

architecture and topology design. o Identify integration and aggregation points for energy

domains across Building Management Systems, Network, Compute and Storage.

o Review Customer designs for IT System application environment, access requirements, efficiency metrics, reporting capabilities, hardware tiering, hardware compliance and configuration provide recommendations.

o Financial modeling and analysis across facilities and IT operations showing ROI and projected savings by business unit / onsite.

Energy Management Assessment The Energy Management tools and processes involve the installation and integration of a new energy management application. This application provides the Customer with an active tool to manage the energy usage of IT assets. Furthermore, the reporting and tracking of energy use is supported. The final deliverable document includes the cost justification for the system, initial findings and user guide for the energy management system. Data Aggregation, Domain Building, Reporting Templates Planning (Requirements, Assessment, Architecture) Design & Build (Solution Design, Integration,

Implementation) Expense Assessment (Operational & Architectural

Assessment) Run & Optimize (Deployment Planning, Operational

Assessment, Optimization) IT assets utilization mapping Efficiency Metrics Calculations Energy Management Strategy Energy Management Report Compilation Provide Customer Report - Executive Presentation Energy Management Support and Knowledge Transfer Once the energy assessment is complete, the Cisco service team will work with the Customer to develop a new energy management program. This program focuses on providing Energy as a Service (Eaas) for energy managers and IT operators. This program and training that is provided by Cisco have the following attributes: User training workshops Recommendations of organizational structure Recommendations on programmatic structure Reporting templates for compute, network and storage

assets Data feed for data center digital signage Report showing projections on energy savings over 3 year

period for single data center

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Report showing projected savings for additional sites as provided by client

Cisco shall provide the following General Service provisions for any Connected Grid Energy Optimization Service specified in the Quote: Under this Service, Cisco shall provide the Connected

Grid Energy Optimization Service during Standard Business Hours, unless stated otherwise.

Provide a single point of contact ("Cisco Project Manager") for all issues relating to the Services.

Participate in regularly scheduled meetings with the Customer to discuss the status of the Services.

Define and execute change management process which includes informing Customer of risks and negotiating changes to the schedule and the budget based upon the agreed upon changes.

Maintain project plan and risk management and change management processes.

Manage project cost and resource budget.

Provide periodic project progress report throughout the performance of service.

Provide Customer satisfaction surveys to Customer.

Ensure Cisco employees (including Cisco subcontractors) conform to Customer’s reasonable workplace policies, conditions and safety regulations that are consistent with Cisco’s obligations herein and that are provided to Cisco in writing prior to commencement of the Services; provided, however, that Cisco’s personnel or subcontractors shall not be required to sign individual agreements with Customer or waive any personal rights.

Supply Cisco project team personnel with a displayable form of identification to be worn at all times during services activities at Customer’s facility.

Cisco reserves the right to determine which of its personnel shall be assigned to a particular project, to replace or reassign such personnel and/or subcontract to qualified third persons part or all of the performance of any Connected Grid Energy Optimization Service hereunder. Should Customer request the removal or reassignment of any Cisco personnel at any time; however Customer shall be responsible for extra costs relating to such removal or reassignment of Cisco personnel. Cisco shall not have any liability for any costs, which may occur due to project delays due to such removal or reassignment of Cisco personnel.

Project Completion

Work with Customer to remove Data Collection Tool from server.

Delete Customer account on cloud consumption web portal.

Data Center HyperFlex Services HyperFlex Architecture Assessment

Consult with data center staff in a series of workshops and meetings to develop a thorough understanding of Customer’s Cisco HyperFlex System. Review current design and provide recommendations with a focus on concerns such as resiliency, availability and scalability. Cisco will also work with Customer to optimize architecture and performance for virtual and physical environments.

Provide a detailed report that summarizes recommendations and findings. The Report may include but is not limited to: Review of Customer’s design requirements, priorities, and

goals Review areas for reduction in complexity Assess and recommend architecture for the Cisco

HyperFlex deployments. Review current initiatives and align with leading practice

deployment methodologies and use cases Assist in identifying additional opportunities to utilize Cisco

HyperFlex capabilities Analysis of impact of new requirements on existing

environment. Develop a recommended architecture and future

deployment roadmap. HyperFlex Configuration and Performance Audit Review current configuration of Cisco HyperFlex System. Cisco will examine this information to provide recommendations based on leading practice configuration methodology and technical settings as appropriate. Activities may include but are not limited to: Investigate peak utilization trends and identify optimal

configuration and architecture to meet these threshold Identify underutilized assets and recommend optimal

layout Develop report on performance optimization

recommendations such as system tuning, virtualized I/O, protocol optimization, and server response times.

Review technical environment that may include: unified I/O, management switch, chassis and cabling configurations for optimum performance.

HyperFlex Leading Practices Audit Provide a review of leading practices for the Cisco HyperFlex environment. An evolving Cisco HyperFlex architecture can help support growth, improve productivity, improve business processes, and accelerate change in every aspect of your business

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Review current Customer Cisco HyperFlex system and implementation against a list of lab and project- based leading practice configurations. Align applicable leading practice deployment

configuration options and settings for specific Customer usage.

Discuss areas for increasing architectural resiliency, availability, flexibility and agility.

HyperFlex Consultant Support Provide ongoing, onsite Cisco HyperFlex consulting support in the form of a designated engineer (“Advanced Services Engineer”) onsite at Customer’s designated location to act as the primary interface with Customer, providing general advice and guidance related to Customer’s Cisco HyperFlex, up to five days per week (pending local work restrictions) during Standard Business Hours excluding Cisco holidays, locally recognized country holidays, vacation, and training days. Customer directed tasks to be performed by the Advanced Services Engineer are subject to Cisco approval, which shall not be unreasonably withheld. Onsite Cisco HyperFlex Consulting Support is only available to certain geographic locations and will be specified in the Quote for Services. HyperFlex Health Check Review current configuration of Cisco HyperFlex System as part of a periodic examination of post deployment, or audited, environments, that require additional examination guided by Customer needs and concerns. Cisco HyperFlex Health Checks are structured to service instances within a single data center environment. Periodic activities may include; Review and analysis of virtual machine, server, Network

and storage performance and utilization including management switch, chassis and cabling configurations.

Develop report on the environment as evaluated against best practices and expected server response times, virtualized I/O, and protocol optimization.

Customer Responsibilities o Designate at least two (2) but not more than six (6)

technical representatives in each area covered under DC including UCS, Nexus, SAN, L4/7, caching, server, Operations and automation(tools) who must be Customer's employees in a centralized Network support center (Customer's technical assistance center), to act as the primary technical interface to the Advanced Services Engineer(s) covering Data Center technologies. Customer will designate as contacts senior engineers with the authority to make any necessary changes to the data center device configuration. One individual, who is a senior member of management or technical staff, will be designated as Customer’s primary point of contact to

manage the implementation of services selected under this Service Description (e.g., chair the weekly conference calls, assist with prioritization of projects and activities).

o Within one (1) year from the commencement of this

Services, Customer will have at least one (1) Cisco Certified Internetworking Expert ("CCIE") trained employee or one (1) employee that have achieved, in Cisco's sole determination, an equal standard through training and experience as designated contacts.

o Customer's technical assistance center shall maintain

centralized network management for its Network supported under this Service Description, capable of providing Level 1 and Level 2 support.

o Provide reasonable electronic access (onsite and

remote) to Customer's Network to allow the Advanced Services Engineer to provide support.

o Utilize communication and collaboration tool(s)

provided by Cisco. If Customer uses non-Cisco provided collaboration tools for hosting meetings, managing documentation, instant messaging, desktop sharing, and collaborative spaces, provide Cisco with access.

Customer will provide names of users who will have

authorization to access these tools. Customer will support the implementation of software

required to use tools in their environment.

o Data Collection Tools. Customer shall ensure that such Data Collection Tools or scripts are under lock and key and with access restricted to those Customer employee(s) or contractor(s) who have a need to access the Data Collection Tools and/or a need to know the contents of the output of Data Collection Tools. In the event Data Collection Tool provided by Cisco is Software, Customer agrees to make appropriate computers available and download Software as needed. Customer shall remain responsible for any damage to or loss or theft of the Data Collection Tools while in Customer’s custody.

Initial Set-up (One Time). If Cisco provides Data Collection Tools or scripts located at Customer's site, an initial set-up is required and the following must be performed:

- Complete the Data Collection Tools installation and system configuration questionnaire(s) (i.e. IP address, netmask, hostname, etc.) and return to the Advanced Services Engineer

- Install the Data Collection Tools hardware in a secure area with controlled physical access

- Connect the Data Collection Tools hardware to the Network

- Secure the Data Collection Tools behind Customer’s corporate firewall

- Provide access to Data Collection Tools for use by Cisco to install, troubleshoot, and maintain; for remote access, SSH, Telnet, and/or dial are options, but

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virtual private network (VPN) access to the Graphical User Interface (GUI) is preferred and recommended

- When applicable, provide Data Collection Tools with HTTPS (SSL) access back to Cisco CCO/CCX servers located at nettools-upload.cisco.com; HTTP/FTP/PFTP may be used but Cisco strongly recommends HTTPS (SSL)

- When applicable, provide Data Collection Tools with SSH to the nettools-upload.cisco.com server to support the transfer of Data Collection Tools patches, security patches, and Rules Based Markup Language (RBML) update packages; FTP may be used but Cisco strongly recommends SSH

- Provide Data Collection Tools with SNMP and Command Line Interface (CLI) access to all Product(s) in the Network (necessary to facilitate collection of inventory and configuration information)

- Provide Data Collection Tools with the Network Product list in seedfile format containing SNMP Read Only (RO) community string and CLI (vty/enable or TACACS user-id / password) for access to all Product(s) in the Network (necessary to create the Data Collection Tools seedfile)

- Provide Syslog server and upload information Data Collection Tools Management (Ongoing). In the

event Data Collection Tools are installed on Customer’s Network, the following items must be performed on a regular or as needed basis to support the operation of Data Collection Tools in the Network:

- Notify Cisco about changes made to the Network such as Product(s) added/deleted and changes made to Product credentials

- Fix access problems (Access Control List’s, firewall, etc.) which may periodically occur between Data Collection Tools and the Product(s) in the Network

- When applicable, fix data communication problems that prevent Data Collection Tools from uploading data to Cisco or prevent the remote maintenance of the Data Collection Tools

- Notify the Advanced Services Engineer when changes are made to Syslog, DNS, proxy and gateway servers IP address(es)

o Provide a Network topology map, configuration

information, and information of new features being implemented as needed.

o Notify Advanced Services Engineer of any major

Network changes (e.g., topology, configuration, new IOS releases.).

o In the event the Network composition is altered, after

the Services selected under this Service Description have commenced, Customer is responsible to notify Cisco in writing within ten days (10) of the change. Cisco may require modifications to the fee if the Network composition has increased beyond the original pricing quote for Services.

o Create and manage an internal email alias for

communication with Advanced Services Engineer.

o Retain overall responsibility for any business process

impact and any process change implementations. o Designate a program manager to act as the single

point of contact to which all Cisco communications may be addressed, having an appropriate level of applications and Network experience. Such person shall act as Customer’s host for onsite assessment activity to coordinate facility access, conference rooms, phone access and staff scheduling.

o Ensure key engineering, networking and operational

personnel are available to participate in interview sessions as required by Cisco in support of an assessment. Review assessment report and suggestions provided by Cisco.

o Assessment data collection support. o Customer agrees to make its production, and if

applicable, test Network environment available for installation of Data Collection Tools. Customer shall ensure that Cisco has all relevant Product information needed for an assessment.

o Customer shall advise Cisco immediately of all adds,

moves and changes of the Product within Customer’s Network.

o Assemble all necessary Network availability data to

enable Cisco to calculate quarterly Network availability. The type of data required to perform the calculations includes the following:

Outage Start Time (date/time) Service Restore Time (date/time) Problem Description Root Cause Resolution Number of end users impacted Equipment Model Component/Part Planned maintenance activity/unplanned activity Total end user/ports on Network o Provide the low-level design document describing

how Customer’s Network is or is planned to be built and engineered to meet Customer’s specific set of technical requirements and design goals. The low level design must provide a sufficient level of detail to be used as input to an implementation plan.

o Ensure key detailed design stakeholders and

decision-makers are available to participate during the course of the service.

o Provide or extract additional information required in

the design effort (e.g., current and planned traffic characteristics):

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- Any documentation of business requirements and technical requirements for the new design.

- Any information on current and planned traffic characteristics or constraints. Documented information on all non-Cisco applications integrated through the Automation Software Tools including interface specifications as required

- Information on current releases running in the Network and current configuration templates.

- Information on Customer business and technical requirements for new Software releases.

- Information on planned changes, new technology applications or major design changes (short term and long term), and contact information and Customer escalation process.

- Information on Customer certification process and lab testing process.

- Information on Customer change control process. - Information on any service level agreements or

Network performance requirements. - Information on critical applications supported by the

Network. - Information on which applications are mission-critical

and their priority schemes. - Information on Customer’s plans for business

continuance, consolidation, and virtualization. - Information on expected Network growth and

application mix changes. - Information on any future advanced technology

implementations. - Information on architecture (which may include

remote sites and size of remote sites). - Information on Customer implementation plans and/or

deployment schedules. - Maintenance window information and any other

constraints. o Support data collection activities as needed to

facilitate a specific Cisco analysis. o Make remote console access available for Cisco staff

members o Provide an environment for installation and operation

of collection, monitoring and conversion tools if required

o Provide up to four (4) weeks’ notice of start of

workshop for data gathering o Have available one Operating System, either:

VMware ESX, RedHat Linux, Microsoft Server, SUSE Linux

o Designate person(s) from within its technical support

organization to serve as a liaison to the Advanced Services Engineer.

o Provide its designated person(s) with instructions on

process and procedure to engage the Advanced Services Engineer.

o Identify low risk and high-risk areas of the Network based on their Network traffic.

o Review details of planned changes with Advanced

Services Engineer. o Advise Cisco of its standard operating procedures

related to its business practices, its internal operational nomenclature and Network to allow Cisco to effectively communicate and discuss changes with Customer in the context of Customer’s business environment.

o Provide all necessary information to enable Cisco to

summarize the root causes of issues identified. o Provide reasonable electronic access (remote and

local) to Customer's Network to assist Cisco in providing support.

o Collaborate with Cisco to determine appropriate and

relevant topics

o Provide a single point of contact to be used for all required communication and coordination of requested sessions

o Ensure participation by Customer resources

o Provide details in advance about the background and skill sets of each Remote Knowledge Transfer session audience

o Provide facilities (such as: a room with projector, whiteboard and guest internet access) for Knowledge Transfer sessions.

o Customer is solely responsible for the determination and successful implementation of its Network, design, business or other requirements.

o This service shall be comprised of general technical assistance and shall be performed under Customer’s direction and management and such assistance may not result in some or all of the tasks being completed. Services are provided to the Customer in support of initiatives and activities described herein and Cisco shall not assume any cost or schedule liabilities.

o Provide Customer on-boarding information as follows: contact name, title, address, telephone number, e-mail address of primary and secondary team lead, Email ids and name of the Authorized Viewers who will need access to the "Portal".

o Install the Digital Rights Management (“DRM”) software on as needed basis that allows to view the DRM-protected content on the Portal.

o Participate in training and/or feedback sessions with Cisco team to enable Cisco to understand the needs of the Authorized Viewers for the Portal.

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o Notify Cisco of any technical support requests or

troubleshooting issues related to the Services by sending an e-mail to Cisco team at [email protected]

o Provide necessary hardware, software and third party

tools in the environment as specified in the CNOAS installation pre-requisite documentation.

o Provide documented information on Customer's

existing CNOAS Infrastructure design including items such as: inventory of servers, network and configuration data.

o Provide documented information on all non-Cisco

applications integrated through the Automation Software Tools including interface specifications as required

o Provide necessary hardware, software and third party tools in the environment as specified in the TES installation pre-requisite documentation.

o Provide documented information on Customer's existing TES Infrastructure design including items such as: inventory of servers and configuration data.

o Ensure key Customer personnel (such as: Cisco IAC Admin, CNOAS Admin, TES Admin, Database administrator, windows administrator, Unix/Linux administrator, network architecture and engineering, network operations staff, management tool lead) are available to participate during the course of the Service (to provide information, participate in the required activities and to participate in review sessions).

o Provide necessary hardware, software and third party tools in the environment as specified in the Cisco IAC installation pre-requisite documentation.

o Provide documented information on Customer's existing Cisco IAC Infrastructure design including items such as: inventory of servers, network and configuration data.

o Customer shall advise Cisco immediately of all adds, moves and changes of the Cisco IAC solution within Customer’s environment.

o Additional Customer Responsibilities associated with

Validation-Test Cycle and Review • Provide the low level design document describing

how Customer Network needs to be built and engineered to meet a specific set of technical requirements and design goals. The level of details must be sufficient to be used as input to an implementation plan.

• Ensure key detailed design stakeholders and decision-makers are available to participate during the course of the service.

• Provide or extract additional information required in the design effort (e.g., current and planned traffic characteristics).

• Information on Customer business and technical requirements for new Software releases.

• Review details of planned changes with Validation and Test Engineer.

• Information on Customer certification process and lab testing process.

• Information on Customer change control process. • Information on any service level agreements or

Network performance requirements. • Information on critical applications supported by the

Network. • Information on which applications are mission-critical

and their priority schemes. • Information on Customer’s plans for business

continuance, consolidation, and virtualization. • Information on expected Network growth and

application mix changes. • Information on any future advanced technology

implementations. • For Onsite Test Support, provide Cisco personnel

with access during Standard Business Hours to appropriate Customer Lab facilities.

o Assessment for Cloud Consumption Foundation

Service. In addition to the General Responsibilities, the follow specific responsibilities apply:

o Review with Cisco the scheduling and

agenda, including for the onsite project planning meeting.

o Assign a single point of contact for the assessment project.

o Provide a list of all Customer stakeholders participating in the project planning meeting: project sponsor, director of applications or equivalent, director of networks or equivalent, Linux system administrator, and network administrator.

o Conduct inventory of known cloud services and complete the cloud usage questionnaire.

o Review with Cisco the inventory of known cloud services.

o Review with Cisco the network topology and determine the appropriate router (router must support NetFlow) for data collection.

o Work with Cisco to identify unknown cloud services.

o Review and validate unauthorized Cloud Service Providers

o Provide the data for the financial analysis (where Financial services are included in Assessment for Cloud Consumption Foundation Service)

o Review with Cisco the discovery methodology and associated data collection activities.

o Install the server and the Data Collection Tool instances.

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o Set up the required hardware or virtual machine for the Data Collection Tool.

o Set up VPN or equivalent that will allow Cisco engineer to remotely access the data collector server.

o Configure the router(s) to send NetFlow (v.5/or v.9) data to the Data Collection Tool.

o Work with Cisco to verify that the data collection is operational from end-to-end.

o Respond to Cisco requests for system or router changes within one (1) week of the project planning meeting.

o Work with Cisco to schedule and confirm list of all attendees and stakeholders during final presentation at the onsite meeting.

o Review with Cisco the Cloud Consumption Optimization Report.

o Reconfigure routers to pre-project status. o Reclaim server or VM used for Data

Collection Tool o Designate a single point of contact to act as

the primary technical interface with the designated Cisco engineer.

o Provide documented Customer requirements (business and technical) and high-level network topology specifications.

o Provide documented information on Customer's existing infrastructure design including known cloud service providers, security policies and operational processes.

o Unless otherwise agreed to by the parties, Customer shall respond within two (2) Business Days of Cisco’s request for any other documentation or information needed to provide the Service.

o Customer will create and manage an internal email alias for communication with the Cisco team.

o Customer will provide the required access to the network and required port connectivity for appliances and tools; and, Customer will provide the required IP addresses to connect the devices and the necessary DNS/NIS, Windows domain/Active directory configuration details.

o Customer acknowledges that completion of Services is dependent upon Cisco’s use of Data Collection Tool.

o Customer will provide a Linux server or virtual machine to run Data Collection Tool for discovery of cloud services with following HW/SW requirements:

CPU: 4-core Intel Xeon 3 GHz or

better RAM: 8GB Disk: 2TB (dependent on network

traffic) OS: CentOS 6. 4 or higher version Required access to cloud server:

Port 8080

o Provide Cisco with a permission to utilize any Cisco or third-party software on the Network for the use of Data Collection Tool, network inventory and performance data gathering.

o Customer is responsible to implement system change requests (firewall, ACL configuration, user-id creation, etc.) to facilitate data gathering within one (1) business day of the initial request.

o Customer agrees to make appropriate computers available and agrees to allow Cisco to install Data Collection Tool software as needed.

o All information (such as but not limited to: designs, topologies, requirements) provided by Customer is assumed to be up-to-date and valid for the Customer’s current environment. Cisco Services are based upon information provided to Cisco by Customer at the time of the Services.

o Customer acknowledges that the completion of Services is dependent upon Customer meeting its responsibilities as indicated herein.

o Identify Customer’s personnel and define their roles in the participation of the Services. Such personnel may include but is not limited to: architecture design and planning engineers, and network engineers.

o Ensure Customer’s personnel are available to participate during the course of the Services to provide information and to participate in scheduled information gathering sessions, interviews, meetings and conference calls.

o Support services provided by Cisco comprise technical advice, assistance and guidance only.

o Security Assessment for Secure Cloud & DC Network Devices. In addition to the General Responsibilities, the follow specific responsibilities apply: o List of up to 350 devices to be included in o assessment, o Supply device configurations and versions, and, o Supply relevant network topology diagrams.

o Data Center Security Posture Assessment (SPA).

In addition to the General Responsibilities, the follow specific responsibilities apply: Internal Security Posture Assessment

o Supply Cisco with a work location with network connectivity to the internal network, and,

o Supply list of internal IP ranges to include in Assessment.

Perimeter Security Posture Assessment o Supply list of externally accessible IP

addresses to be included in Assessment, and,

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o Support data collection activities as required to support specific Cisco analyses.

o Security Assessment for Secure Cloud & DC. In addition to the General Responsibilities, the follow specific responsibilities apply: Provide access to the appropriate resources with

knowledge and authority to provide Cisco with the following information: Key business critical assets. Assess specific threats to identified business

critical assets. Physical and logical network topology

diagrams, including the location of the devices included in assessment.

Network architecture description: Security policies, standards and procedures. Services that traverse the perimeter network, Applications and services running over the

network (VoIP, video streaming, terminal emulation, http, ftp, etc.).

High-level architecture of data center, internal servers, user host connectivity and Internet connectivity.

Network Management System architecture. Empirical data necessary to develop Cisco

Security Control Framework metrics.

o Security Strategy Planning Support for Secure Cloud & DC. In addition to the General Responsibilities, the follow specific responsibilities apply: o Establish and inform Cisco of dates at least sixty

(60) days in advance of strategic planning meetings.

o Provide technology roadmaps necessary to support the planning sessions.

o Provide information on any current and planned traffic characteristics or constraints.

o Day 2 Custom Workflow Support Service for

Cisco IAC, OpenStack and ACI. In addition to the General Responsibilities, the follow specific responsibilities apply:

o Designate at least one (1) but not more than

six (6) technical representatives to act as the primary technical interface to the Cisco Engineer per support request. Representatives must be Customer's employees in a centralized location. Customer will designate as contacts senior engineers, stakeholders, and decision-makers to participate with the authority to make any necessary changes to the Cisco IAC workflow. One individual, who is a senior member of management or technical staff, will be designated as Customer’s primary point of contact to manage the implementation of services under this Service Description (e.g. assist with prioritization activities). Provide its

designated person(s) with instructions on process and procedure to engage the Cisco Engineer.

o Ensure key Customer personnel (such as: architecture design and planning, network engineering, network operations staff) are available to participate during the course of the Service (to provide information and to participate in review sessions).

o Provide reasonable electronic access to Customer's Environment to allow the Cisco Engineer to provide support.

o Provide Customer internal governance and escalation process and contact information.

o Provide documented information on Customer's existing Cisco IAC workflow.

o Provide information about Customer device and Cisco IAC workflow lab testing and certification process(es).

o Provide information about any service level agreements or performance requirements.

o Provide information about critical applications supported by the Cisco IAC workflow.

o Provide periodic information about changes planned for the Cisco IAC Workflow regarding new technology, applications, or major design changes (short term and long term).

o Unless otherwise agreed to by the parties, Customer shall respond within two (2) Business Days of Cisco’s request for any other documentation or information needed to provide the Service.

o Create and manage an internal email alias for communication with Advances Services Engineer & delivery team.

o Utilize communication and collaboration tool(s) provided by Cisco.

o The following is required for Customer’s use of Collaboration Tools:

i. Customer will provide the names and other pertinent information (such as e-mail account information) of Customer resources who require authorization to access;

ii. Customer will support the implementation of software required to use the Collaboration Tools in their environment;

iii. Customer will download Collaboration Tools guest client(s), if applicable, if not already in possession of the applicable license; and

iv. Customer agrees to immediately return Collaboration Tool(s) to Cisco, as instructed by Cisco, upon the earlier of:

Completion of Services; or Cisco’s request to Customer that the

Collaboration Tool(s) be returned to Cisco.

o If Customer uses non-Cisco provided collaboration tools for hosting meetings,

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managing documentation, instant messaging, desktop sharing, and collaborative spaces, provide Cisco with access. o Customer will provide names of users who

will have authorization to access these tools.

o Customer will support the implementation of software required to use tools in their environment.

o Retain overall responsibility for any business process impact and any process change implementations.

o Provide list of Cisco.com Customer USERIDs to be entitled as required to enable access by Customer to any Customer-accessible portal or online component throughout service contract duration.

o Data Collection Tools. Customer shall ensure that such Cisco provided Data Collection Tools or scripts are under lock and key and with access restricted to those Customer employee(s) or contractor(s) who have a need to access the Data Collection Tools and/or a need to know the contents of the output of Data Collection Tools. In the event Data Collection Tool provided by Cisco is Software, Customer agrees to make appropriate computers available and download Software as needed. Customer shall remain responsible for any damage to or loss or theft of the Data Collection Tools while in Customer’s custody.

o Initial Set-up (One Time). If Cisco provides Data Collection Tools or scripts located at Customer's site, an initial set-up is required and the following must be performed: o Customer should complete the Data

Collection Tools installation and system configuration questionnaire(s) (i.e. IP address, netmask, hostname, etc.) and provide access to the tool to the Cisco Engineer. Install the Data Collection Tools hardware in a secure area with controlled physical access

o Connect the Data Collection Tools hardware to the Network

o Secure the Data Collection Tools behind Customer’s corporate firewall Page

o Provide access to Data Collection Tools for use by Cisco to install, troubleshoot, and maintain; for remote access, SSH, Telnet, and/or dial are options, but virtual private network (VPN) access to the Graphical User Interface (GUI) is preferred and recommended

o When applicable, provide Data Collection Tools with HTTPS (SSL) access back to Cisco servers; HTTP/FTP/PFTP may be used but Cisco strongly recommends HTTPS (SSL)

o When applicable, provide Data Collection Tools with SSH to support the transfer of Data Collection Tools patches, security patches, and Rules Based Markup Language (RBML) update packages; FTP may be used but Cisco strongly recommends SSH

o Provide Data Collection Tools with SNMP and Command Line Interface (CLI) access to all Product(s) in the Network (necessary to facilitate collection of inventory and configuration information)

o Provide Data Collection Tools with the Network Product list in seed file format containing SNMP Read Only (RO) community string and CLI (vty/enable or TACACS user-id / password) for access to all Product(s) in the Network (necessary to create the Data Collection Tools seed file)

o Provide Syslog server and upload information

o Data Collection Tools Management. In the event Data Collection Tools are installed on Customer’s Network to resolve an issue, the following items must be performed on a regular or as needed basis to support the operation of Data Collection Tools in the Network: o Notify Cisco about changes made to the

Network such as Product(s) added/deleted and changes made to Product credentials

o Fix access problems (Access Control Lists, firewall, etc.) which may periodically occur between Data Collection Tools and the Product(s) in the Network

o When applicable, fix data communication problems which prevent Data Collection Tools from uploading data to Cisco or prevent the remote maintenance of the Data Collection Tools

o Notify the Cisco Engineer when changes are made to Syslog, DNS, proxy and gateway servers IP address(es).

o Customer acknowledges that Cisco’s obligation is to only provide assistance to Customer with respect to the Cisco IAC custom workflow and that such assistance may not result in some or all of the other tasks such as change management, design reviews, etc being worked on by the Customer.

o Customer should contact the Cisco TAC for any kind of Cisco IAC solution support. Here Cisco IAC product specific problem support is provided by the Cisco TAC organization as part of Software Application Service plus

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Upgrade SASU service contract. SASU service contract is separate from this service contract. Cisco engineer would engage as part of this service contract only in the situation where it is clearly identified by Cisco TAC engineer that problem is related to custom workflow developed by Cisco.

o It is understood by the Customer that once Cisco TAC identifies issue related to custom work, Cisco engineer would be engaged within appropriate response time to start assessing and understanding the problem to resolve it. As Cisco IAC Day 2 reactive support service is to resolve custom workflow issues, it requires investigation before assessing any resolution time.

o Provide information about current Cisco IAC Solution environment to Cisco Engineer engaged to resolve the problem as soon as possible. Information could include all existing documentation for the implemented solution such as customer requirement document (CRD), high level design (HLD), low level design (LLD), test plan, change request documents, knowledge transfer documents, etc. Ensure key Customer staff is available for scheduled information gathering sessions such as interviews or data capture of the production environment. Any delay in providing information requested to Cisco, may lead to delay in resolving the problem and Cisco is not responsible for such delays.

o Make available access to Customer Site, remote or onsite as necessary for Cisco to perform the Services.

o Designate a backup contact when Customer contact is unavailable. This person has the authority to act on all aspects of the work being performed in absence of the primary contact.

o Customer will be responsible for arranging required support for Cisco team from third party vendor; which may be in form of Knowledge Transfer KT for system functionality, API/Commands/Scripts for requested support.

o Work with Cisco to provide all required information and coordinate with departments as appropriate to resolve the problem. If deployed workflow includes any third party solution then Cisco may need access to such third party solution for troubleshooting and/or testing. If Customer cannot provide access to such third party solution then troubleshooting and/or testing of such workflow would be responsibilities of Customer. This is a critical step to resolve the problem.

o It is expected that Customer or their representative partners have not made any changes to the Cisco IAC workflow that was

designed and developed by Cisco and successfully put in production environment when they call for Day 2 reactive support. Otherwise, Customer shall be responsible for extra costs relating to time for Cisco personnel to assess and understand the changes in the Cisco IAC workflow in customer environment. Cisco shall not have any liability for any costs, which may occur due to project delays due to such assessment.

o Provide resource who can understand English language as all services will be provided in the English language unless otherwise agreed to by Customer and Cisco.

o Customer would provide the solution Verification Test Plan to Cisco so Cisco can use it to test the portion of it to verify resolution of the problem.

o Work with Cisco to test the resolution against Verification Test Plan. It is understood that such Validation Test Plan may not cover full scale testing for all feature, functionality and performance of the entire solution and it would be Customer’s responsibility to test it for appropriate production usage.

o Assign and schedule resources to attend the transfer of knowledge session.

o It is understood that if Cisco Engineer identifies that problem involves third party software as part of AS delivered solution then Cisco can assist the Customer in communicating the problem to the third party vendor and facilitating any required follow-up with the third party but it would be Customer’s responsibility to coordinate such activities between Cisco and 3rd party and Customer shall have appropriate relationship with the 3rd party to get the required support. Cisco shall not have any liability for any costs, which may occur due to 3rd party delays to work on resolving such issue.

o Customer shall provide, at no charge to Cisco, reasonable access to the Cisco IAC custom solution through a secure method such as VPN or other tunneling encryption, as determined by Cisco to be required in accordance with Cisco’s remote access procedures in order to establish a data communication link between Customer and Cisco, such that problems may be diagnosed and corrected remotely. Customer also agrees to make available to Cisco current system passwords as necessary to provide such remote diagnosis and support.

o Customer is responsible for any Hardware and Software required performing fault isolation or to recreate the problem in the Cisco’s lab environment.

o Customer acknowledges that it is only entitled to receive Services on Cisco IAC Custom Workflow Day 2 Support for which it

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has paid the applicable software license and SASU support fee when purchasing Services for such Cisco IAC Day 2 Support. Cisco reserves the right, upon reasonable advance notice, to perform an audit of Customer’s Cisco IAC Solution Software and records to validate such entitlement and to charge for support if Cisco determines that unauthorized support is being provided, as well as interest at the highest rate permitted by law, and applicable fees including, without limitation, attorneys’ fees and audit fees.

o Upon opening a case with Cisco TAC Team related to Cisco IAC Product Support, Customer is required to provide Cisco the Service contract number for the SASU for which Cisco is providing service and support. In the event that Customer is unable to provide valid and applicable Contract number for the SASU and Cisco agrees to provide Services then fees payable by Customer shall be at Cisco’s then-current time and materials or non-contract service rates.

o Upon opening a case with Cisco TAC Team related to Cisco IAC Day 2 Support, Customer is required to provide Cisco the Service contract number for the SASU for which Cisco is providing service and support. Cisco will validate SASU contract and validity of Cisco IAC Day 2 Support engagement. In the event that Customer is unable to provide valid and applicable Contract number for the SASU or current Cisco IAC Day 2 Support engagement and Cisco agrees to provide Services then fees payable by Customer shall be at Cisco’s then-current time and materials or non-contract service rates.

Customer will provide appropriately qualified staff to work with the Cisco’s engineers for Cisco IAC Support.

o Customer agrees to provide Cisco with sufficient information to attempt to resolve the issue. Customer shall provide such information as a brief description of the issue being reported, issue classification, date upon which the issue was first encountered, date the issue is being reported, manner in which the issue was isolated and reproduced, and, if available, provide the test program that exhibits the issue.

o Customer will provide an internal escalation process to facilitate communication between management levels in Cisco and Customer as appropriate, including personnel contact list.

o Customer will provide Cisco feedback on any Cisco IAC Custom Workflow workaround and potential fixes, which may be incorporated into the Cisco IAC Custom Workflow at Cisco’s sole discretion.

o Customer will provide Cisco access to Customer developed software as needed to resolve Cisco IAC Custom Workflow Cases reported by Customer.

o Upon mutual agreement of the parties, Customer will facilitate access to Customer software or affected Customer Products such that problems may be diagnosed remotely via the Internet or via modem access.

o Customer may log, monitor, and update Cases electronically via Cisco.com.

o Unless otherwise agreed and stated herein provision of test equipment is the responsibility of the Customer

o Customer is responsible for determination and implementation of Customer’s network design requirements and implementation of any recommendations provided by Cisco. Cisco recommendations are based upon information provided to Cisco at the time of the services. In no event shall Cisco be liable for the accuracy or completeness of the information contained in the Cisco recommendations.

o All Documentation Deliverables will be provided in the English language. Any costs incurred by Cisco as a result of translations requested by Customer shall be Customer’s responsibility and managed through the Change Management Procedures. In the event of any conflict between this English version and the translation(s), the English version will prevail.

o It is understood that Cisco reserves the right to subcontract Services to a third party organization to provide Services to Customer.

o For the options where travel is included in the price of the contract, it is understood that maximum twelve (12) trips related labor and travel expenses are included. Customer will reimburse Cisco for all labor and travel expenses beyond twelve (12) trips at Cisco’s then-current time and material rates when it is mutually agreed that Cisco on-site technical resources are required for resolution and Cisco dispatches the necessary level of technical support to assist Customer. Cisco reserves the right to charge for travel time.

o Customer is responsible for determination of its requirements, and that Customer shall retain overall responsibility for any business process impact and any process change implementations.

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o Customer acknowledges that completion of Services is dependent upon Customer meeting its responsibilities as identified in this service contract.

o All Services will be provided remotely from Cisco to Customer locations, unless otherwise agreed in writing by Cisco.

o Supported Cisco Products and technologies for this service contract are Cisco IAC solutions only. Supported Products exclude any other break-fix support for custom solutions such as third party applications, Cisco Network Operations Automation or Application Workload Automation solutions and any Products declared to be “End of Support.

o Cisco IAC product specific problem support is provided by the Cisco TAC organization as part of SASU service contract. Cisco engineer would engage only in the situation where it is clearly identified by Cisco TAC that problem is related to the custom workflow.

o Any customization, upgrade, porting of the Cisco IAC Workflow, or labor to install the Cisco IAC Workflow. Such services may be provided under a separate contract or deliverables such as:

o Support of any changes made by Customer or designated partner to the Cisco IAC Workflow put in production by Cisco

o Support of Cisco IAC Workflow problems that are diagnosed by Cisco to be Enhancement requests or changes by Customer to the workflow for which the Cisco IAC Workflow was developed. Resolution of the problems is viewed by Cisco as an Enhancement for which a separate statement of work between the parties is required.

o Any Hardware or third party product that Customer may need to acquire that is related to this service contract

o Support or replacement of Cisco IAC workflow that are altered, modified, mishandled, destroyed or damaged by natural causes or damaged due to a negligent or willful act or omission by Customer other than as specified in the applicable Cisco-supplied documentation.

o Services to resolve Product or Cisco IAC Workflow problems resulting from

third party products or causes beyond Cisco’s control or Customer’s failure to perform its responsibilities under this service contract.

o Any support, upgrade or maintenance for Product other than Cisco IAC Workflow as defined in this service contract.

o Services for non-Cisco development tools or any non-Cisco software installed in the Product.

o Any Hardware upgrade required to run new or updated Cisco IAC Workflow.

o Customer acknowledges that it is only entitled to receive support services against the Support Option for which it has paid a separate support fee. In the event additional Cases or Custom Applications are supported by Cisco beyond that which Customer has ordered, Cisco reserves the right to charge for support if Cisco determines that unauthorized support is being provided.

o Customer acknowledges that it is not entitled to support on Cisco products not covered Support for Cisco products is covered under separate service maintenance agreements.

o Additional Support Options that are not scoped as part of this service contract as follows:

o On-Site Emergency Support. As a result of a critical situation, Customer may request on-site emergency support as a separate and distinct billable service, the fee for which shall represent Cisco’s then current pricing. On-site emergency support is at the discretion of Cisco and is subject to Cisco resource availability, and the tasks performed will vary based on the situation, environment, and business impact of the problem.

o Additional Feature Functionality. As a result of a changed Customer requirements, Customer may request additional feature implementation as part of providing such problem resolution as a separate and distinct billable service, the fee for which shall represent Cisco’s then current pricing. Implementation of such support is at the discretion of Cisco and is subject to Cisco resource availability, and the tasks performed will vary based on the situation, environment, and business impact of the problem.

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o Training classes for Cisco to provide Customer with foundational knowledge of Cisco IAC Solution. Pricing for such training shall be at the then current published Cisco pricing separate from this service contract.

o Cloud Onboarding Automation Factory. In addition

to the General Responsibilities, the follow specific responsibilities apply:

o Execute the workload migrations via use of the Cisco cloud onboarding automated migration as a service tool.

o Install (if required) converted workloads into the target environment and troubleshooting any installation and instantiation (getting started) issues

o Ensure provision of valid software licenses for workload operation in the target environment

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Supplemental Glossary of Terms for Data Center Optimization Services

• "Authorized Viewer/s" means either (i) an employee of Customer or (ii) an independent contractor of Customer performing services for Customer's benefit who is authorized by Customer to use the Services for "Internal Use Purposes".

• "Content" means the content hosted on the Portal as part of the services, including the Sidebar content. All Content shall be considered Cisco Confidential Information.

• "Internal Use Purposes" means use of the Services for the sole purpose of permitting Authorized Viewers to view the Content, provided that all such viewing is solely intended for furthering the Customer's internal communications, training, education or administrative objectives. Notwithstanding anything to the contrary in this Service Description, "Internal use Purposes" expressly excludes (i) the licensing, copying, transferring, or distributing of any element of the Services; (ii) displaying of any element of the Content to any person other than Authorized Viewers, and Customers will not permit or enable any other persons to view any element of the Content; (iii) modifying, altering, abbreviating, or editing of any element of the Services unless expressly permitted by Cisco or its suppliers or licensors; (iv) the incorporation of any element of the Services into any product or service of Customer or creating a derivative work based upon the Services, and (v) using any element of the Services in a any manner other than as expressly authorized under this Service Description. Acronyms

ACE – Application Control Engine ACNS- Application and Content Networking System ADM – Anomaly Detector Module ASA – Advanced Service Agreement AXG – Application Exchange Gateway CIAC – Cisco Intelligent Automation for Cloud CNOAS – Cisco Network Operation Automation Service CPO – Cisco Process Orchestrator CRD – Customer Requirements Document

CSS – Content Service Switch DB – DataBase DC – Data Center DCAF – Data Center Analytics Framework

DCDSA – Data Center Device Security Assessment DMM – Data Mobility Manager

DMZ – DeMilitarized Zone DNS Domain Name Server DR – Disaster Recovery DRM – Digital Rights Management DWDM – Dense Wave Division Multiplexing EaaS – Energy as a service

eCDS – Enterprise Content Delivery System EOS – Energy Optimization Service EOS – Energy Optimization Service FCIP – Fiber Channel over IP

FCoE – Fiber Channel over Ethernet FICON – Fiber Connection FWSM – Firewall Services Module GSS – Global Site Selector

CSM – Content Switching Module GUI – Graphical User Interface IA – Intelligent Automation IaaS – Infrastructure as a Service

IOA – I/O Accelerator IPL Files Initial Program Load Files ISR – Integrated Service Routers LVM – Landscape Visualization Management MDE – Media Delivery Engine MDS – Multilayer Data Switch MKS – Modular Knowledge Service MSA – Master Services Agreement OTV – Overlay Transport Virtualization QBR – Quarterly Business Review SAN – Storage Area Network

SCF – Security Control Framework SLB – Server Load Balancing SSLM - SSL Module TCO – Total Cost of Ownership

TES – Tidal Enterprise scheduler Environment UAT – User Acceptance Test UCS – Unified Computing System UNS – Unified Network Services VEM – Virtual Ethernet Modules VPC – Virtual Port Channel VPN – Virtual Private Network VSAN – Virtual Storage Area Network vWAAS – Virtualized Wide Area Application Services WAAS – Wide Area Application Services WAE – Wide Area Application Engine WAVE – Wide Area Virtualization Engine

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Appendix A

Service SKUs

The following list of service SKUs/Tags is provided for reference: Data Center Optimization - General Support Data Center Improvement Plan (DCN-OPT GS NIP) Ongoing Design support (DCN-OPT GS ODS) Ongoing Software support (DCN-OPT GS OSS) Ongoing Service and Project Management Support (DCN-OPT GS OSPMS) Quarterly Business Review (DCN-OPT GS QBR) Proactive Software Recommendation Report (DCN-OPT GS PSRR) Remote Knowledge Transfer Sessions (DCN-OPT GS KTM) Scheduled Change Support (DCN-OPT GS SCS) Test Plan Review (DCN-OPT GS TPR) Validation and test cycle standard (DCN-OPT GS VT) Data Center Strategy and Architecture Service Data Center Virtualization Architecture Assessment (DCN-OPT E2E DCAVA) Data Center Virtualization Design Review (DCN-OPT E2E VNDR) Application Migration Planning Review (DCN-OPT E2E AMPR) Architecture Value Analysis (DCN-OPT E2E AVA) Architecture Acceleration Assessment (DCN-OPT E2E AAA) IPv6 Architecture and Design Review (DCN-OPT E2E IADR) IPv6 Device Assessment (DCN-OPT E2E IDR) Security Assessment for Secure Cloud and & DC Network Devices (DCN-OPT E2E NDSA) Security Strategy Planning Support for Secure Cloud and DC (DCN-OPT E2E SSP) Security Assessment for Secure Cloud and DC (DCN-OPT E2E SDA) Data Center Security Posture Assessment (DCN-OPT E2E SPA) On Site Residency (DCN-OPT E2E RESIDENT) Cloud Optimization Cloud Technology Architecture Assessment (DCN-OPT CLOUD TAA) Cloud Management Automation Assessment (DCN-OPT CLOUD MAA) Data Center Unified Computing Optimization UCS Architecture Assessment (DCN-OPT UCS NA) UCS Configuration and Performance Audit (DCN-OPT UCS CPA) UCS Leading Practices Audit (DCN-OPT UCS LPA) Onsite Unified Computing Consulting Support (DCN-OPT UCS OES) UCS Health Check (DCN-OPT UCS HC) Nexus1000v Health Check (DCN-OPT UCS N-1000HC) UCS Operational Enhancement Assessment (DCN-OPT UCS OEA) UCS System Integration Support (DCN-OPT UCS SIS) UCS Application Workshop (DCN-OPT UCS NS) Data Center Unified Networking (WAAS) Services Optimization Ongoing WAAS Mobil support (DCN-OPT WAAS MDS) ACNS to eCDS migration support ((DCN-OPT WAAS MR)) WAAS Configuration Audit (DCN-OPT WAAS CA) WAAS Health Check (DCN-OPT WAAS HC) WAAS Assessment (DCN-OPT WAAS NA)

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WAAS Architecture Review (DCN-OPT WAAS DDR) Data Center Unified Fabric (Nexus) Optimization Nexus Network Assessment (DCN-OPT DC3 NA) Nexus Architecture Review (DCN-OPT DC3 DDR) Nexus Advanced Feature Assessment (DCN-OPT DC3 AFA) Nexus Fiber Channel over Ethernet (“FCoE”) Support (DCN-OPT DC3 FCOE) Nexus security assessment (DCN-OPT DC3 SA) Nexus Virtualization Design Review (DCN-OPT DC3 VDR) Nexus Health Check (DCN-OPT DC3 HC) SAN Optimization Services SAN Assessment (DCN-OPT SAN NA) SAN Architecture Review (DCN-OPT SAN DDR) SAN Health Check (DCN-OPT SAN HC) Storage Capacity & Impact Analysis (DCN-OPT SAN SCA) Data Migration (DCN-OPT SAN DM) FCoE Support (DCN-OPT SAN FCOE) SAN Management & Monitoring (DCN-OPT SAN SMM) Cisco Data Center Modular Knowledge Service (DCN-OPT E2E DCMKS, DCN-OPT CLOUD DCMKS, DCN-OPT DV DCMKS, DCN-OPT ACE DCMKS, DCN-OPT WAAS DCMKS, DCN-OPT UCS DCMKS, DCN-OPT SAN DCMKS, DCN-OPT DC3 DCMKS) Cisco Data Services for Operations Enablement Operations Audit (DCN-OPT DCSOE ORMA) Management Solution Architecture Review (DCN-OPT DCSOE DCMA) Operations Support Planning (DCN-OPT DCSOE OSPS) Instrumentation Audit (DCN-OPT DCSOE INSTR) Data Center Resiliency Analysis (DCN-OPT DCSOE DCRA) Management Software upgrade Support (Minor and Major) (DCN-OPT DCSOE MINSWUP, DCN-OPT DCSOE MAJSWUP) Operational process or runbook update (DCN-OPT DCSOE SOPRB) ITSM Residency (DCN-OPT DCSOE RESIDENT) Connected Grid Energy Optimization Service (“EOS”) Discovery and Information Gathering (DCN-OPT CGEOS NA DIG) Energy Management Assessment (DCN-OPT CGEOS NA EMA) Energy Management Support and Knowledge Transfer (DCN-OPT CGEOS NA EMSKT) Data Center HyperFlex Services Cisco Hyperflex Architecture Assessment (DCN-OPT HPF AA) Cisco Hyperflex Configuration and Performance Audit (DCN-OPT HPF CPA) Cisco Hyperflex Leading Practices Audit (DCN-OPT HPF LPA) Onsite Cisco Hyperflex Consultant Support (DCN-OPT HPF OES) Cisco Hyperflex Health Check (DCN-OPT HPF HC)